HOW CAN WE SATISFY OUR CREATIVE CUSTOMERS?
DS 60: Proceedings of DESIGN 2010, the 11th International Design Conference, Dubrovnik, Croatia
Year: 2010
Editor: Marjanovic D., Storga M., Pavkovic N., Bojcetic N.
Author: Fukuda, S.
Section: HUMAN BEHAVIOUR AND DESIGN
Page(s): 555-562
Abstract
Our product development has been product-oriented and one way from the producer to the customer. We have regarded them as mere passive consumers and failed to notice our customers are creative and active. But customer’s experience adds value in this age of great changes. We, engineers can create experience for them not only through usage but throughout the whole product lifecycle from design, manufacture, use and repair. Then we will satisfy their highest human needs of self actualization. It is service beyond product delivery and we could establish win-win relation more easily.
Keywords: creative customers, lifecycle customer involvement, process value, lifetime value, experience creation